Empower supervisors to reach key business objectives and enhance team performance.
Get a birds-eye view of all skills, agents, and contacts for real-time insights across all channels.
Cultivate a positive work environment where agents are successful and satisfied with what they do.
Specially designed with your supervisors in mind, CXone Supervisor offers easy access to business-critical insights across all channels - both digital and voice - empowering supervisors to make in-the-moment decisions and resolve CX risks, before they take place.
A one-stop-shop for all your supervisors’ needs, CXone Supervisor workspace maximizes their efficiency through KPI tracking, agent monitoring, CX risk alerts, ad-hoc agent performance evaluations, and data-driven decisions boosted by real-time AI-based insights.
Successful supervisors drive successful teams. Learn how to leverage the Supervisor app to drive high-achieving teams and set new standards in CX.
Be the supervisor you wish you had
Give your supervisors everything they need, in one place, with a modern UI and UX that prioritizes their experience.
Gain a birds-eye view of all skills, agents and contacts, for real-time live insights.
Monitor, coach, join or take over a contact when needed, for both voice and digital contacts.
Track all agent behavior skills with Real-Time Behavior Guidance breakdown scores for CSAT and sales effectiveness.
Take corrective measures to meet SLA requirements by reskilling agents on the fly and in bulk.
Set alerts to let you know when CX is at risk. Follow suggested corrective actions to resolve issues in real time.
Being a Contact Center Supervisor in a Digital World
The purpose of this white paper is to bring readers up to date on the role and responsibilities of the contact center supervisor and introduce some technology tools that NICE makes available at no extra cost on CXone with the CXone Supervisor application.